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Voice ID check FAQ

This article will address some frequently asked questions about the voice authentication system (Voice ID check) that iiNet launched in June 2014 as a faster, more secure alternative to the traditional 9-point ID check.

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What is Voice ID check?

Voice ID check uses voice biometrics to verify your identity over the phone. It matches the unique sound of your voice (your "voice print") to previous recordings of the same phrase. The voice print consists of physical characteristics such as your vocal cords, cadence of speech, nasal passages and duration of your vocal pattern. These characteristics are measured and processed before being turned into a digital format call a spectrogram, which can't be faked by another person.
 

Is iiNet moving away from the current 9-point ID check?

We've kept the traditional 9-point ID check as a back up, but we wanted to offer a faster and more secure alternative to our customers. The 9-point ID checking process can be time-consuming or frustrating, not to mention that saying your personal information or password out loud can raise security concerns, especially if you're calling from a public place. With Voice ID check,  ID verification will be as easy as saying the phrase "At iiNet, my voice is my password".
 

How secure is voice biometrics?

Your voice print consists of 120 unique checkpoints, which is more unique than a fingerprint. This means it's much more secure than standard question & answer ID check. The technology used by iiNet is able to detect 'liveness' and playback detection to prevent malicous users from bypassing verification using pre-recorded audio. In fact, voice biometrics is so secure it's used by some major banks overseas for authenticating large financial transactions.
 

Can I still be verified if there is a lot of background noise?

Background noise, microphone quality, line and compression quality are some factors which can potentially distort a person's voice. The voice biometrics technology used by iiNet is able to compensate for these and in most cases you can be successfully verified.
 

Can I still be verified if I have a cold?

In most cases, yes. The hard and fast rule is that if your family can identify your voice, even with a cold, then Voice ID Check will verify you. Because the voice biometrics software uses the physical characteristics of your voice, your verification will be successful in most cases.
 

What if I fail a Voice ID check?

If our system is unable to identify your voice on the first go, you'll be able to try again up to 2 more times. In the unlikely event that you still fail, you'll be asked to undergo a traditional 9-point ID check with a Customer Service Rep.
 

Can I choose my own Voice ID phrase?

Our Voice ID phrase is: "At iiNet, my voice is my password". Custom phrases are not available.
 

I’ve authorised other people on my account. Could they also enrol for Voice ID Check?

Yes! Anyone authorised on your account may enrol for Voice ID Check. However, if someone is already enrolled for voice authentication on the account, any additional enrolments will have to be initiated by one of our Customer Service Reps after they have run through a 9-point ID check.
 

If my voice print is associated with phone numbers listed on my account, does that mean I have to enrol my mobile and home phone separately?

No, you only need to enrol once. As long as your mobile number and home phone numbers are listed on your account, and your numbers aren't blocked (e.g. Silent Number) when you make a call, our phone system would identify your account and trigger Voice ID Check when you call us.
 

Would Voice ID Check trigger if I called from my work number?

As long as your work number is listed on your account, and your work number isn't blocked (e.g. Silent Number) when you make calls, our phone system would identify your account and trigger Voice ID Check.

If your work phone displays the reception or main number rather than your direct phone number when you make a call, our phone system may not be able to identify your account. If this occured, you'd need to complete a standard 9-point ID check with a Customer Service Rep.
 

My family member also has an iiNet account. If I call iiNet using their home phone, would Voice ID Check trigger?

If you called from a phone number which is listed on someone else’s iiNet account and they have enrolled for voice authentication, Voice ID Check would trigger.

Naturally, because your voice print is not the same as that account holder's, you'd fail the voice ID check and would need to speak with a Customer Service Rep. They'll be able to bring up your account instead and run you through a traditional 9-point ID check.
 

Can I choose not to participate in Voice ID Check?

Yes. Our Voice ID Check is opt-out. If you haven't already enrolled, when you call us you'll be asked to enrol in Voice ID Check before you reach a Customer Service Rep. Once you've reached a Customer Service Rep and completed a traditional 9-point ID check, you can ask to opt-out of Voice ID Check. They'll be able to delete any of your existing voice prints at your request.

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